“Increasing transparency around service delivery for banking customers is good news. This is another opportunity for banks to build trust with their customers by demonstrating they are offering competitive current accounts and promoting choice. Alongside initiatives such as Open Banking and PSD2, this is a step in the right direction to enable more informed customer decisions. As part of this, putting a spotlight on vulnerable customers, and supporting financial inclusion is key, and it will be interesting to understand what this will mean in practise for banks.”

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Government and public sector organisations are continually seeking innovative answers to complex challenges as they strive to provide higher quality, lower cost services and ensure sustainable economic development,...